Kiera Edmonds
Apple
Hicksville,Ohio
1
Certification
14
years of professional experience
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Information Technology position. Ready to help team achieve company goals. Experienced and customer-focused Technical Support Specialist with over 10 years of experience providing exceptional support across Apple platforms and services. Proven expertise in troubleshooting complex technical issues, managing service workflows, and training new staff. Known for strong communication skills, attention to detail, and commitment to delivering a superior customer experience.
Work History
Genius
4 Years 11 Months- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Learned and adapted quickly to new technology and software applications.
Genius Administrator
4 Years 9 Months- Maintained accurate and timely documentation in Apple's systems, including repair status updates, part inventory tracking, and customer communications.
- Coordinated with Geniuses and store leadership to prioritize urgent repairs, manage time-sensitive customer issues, and reduce wait times.
- Delivered exceptional customer service by providing updates, answering inquiries, and assisting in the check-in/check-out process for service appointments.
- Ensured compliance with Apple's service procedures, privacy policies, and safety standards.
- Trained and mentored new Genius Admins and Specialists, sharing best practices for queue management, documentation accuracy, and effective customer interaction.
Genius
2 Years 2 Months- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Sales Specialist
1 Month- Delivered exceptional customer service by understanding and addressing diverse client needs.
- Leveraged in-depth product knowledge to enhance customer engagement and drive sales initiatives.
- Developed tailored solutions for customers, improving satisfaction and loyalty through personalized interactions.
- Analyzed market trends to identify opportunities, informing strategic sales approaches and enhancing competitive positioning.
- Collaborated with cross-functional teams to streamline processes, resulting in improved operational efficiency across departments.
- Implemented innovative strategies that increased product visibility and drove revenue growth during promotional campaigns.
Team Lead
6 Years 6 Months- Led diverse teams to achieve operational goals and enhance service delivery.
- Implemented process improvements that increased efficiency and reduced response times.
- Mentored team members, fostering professional development and skill enhancement.
- Analyzed performance metrics to identify trends and drive strategic initiatives.
Performance Coach
1 Year 7 Months- Developed tailored performance improvement plans enhancing employee engagement and productivity.
- Conducted one-on-one coaching sessions to elevate individual performance and accountability.
- Analyzed team dynamics to identify growth opportunities and optimize collaboration strategies.
- Facilitated training workshops focusing on skill enhancement and professional development initiatives.
- Evaluated coaching effectiveness through data analysis, driving adjustments for maximum impact.
Tier 2 Technical Support Advisor
1 Year 1 Month- Resolved complex technical issues for clients through remote troubleshooting and diagnostic tools.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction rates.
- Mentored junior support staff, fostering knowledge sharing and skill development within the team.
- Analyzed recurring technical problems to identify trends and recommend proactive solutions for system improvements.
- Provided training sessions on new software updates, ensuring team readiness and client compliance with changes.
- Implemented best practices in customer interactions, resulting in improved first-contact resolution rates.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Tier 1 Technical Support Advisor
6 Months- Resolved customer inquiries through phone and chat support, ensuring quick issue resolution.
- Diagnosed technical issues using troubleshooting tools, enhancing overall service efficiency.
- Documented and tracked customer interactions in CRM systems, maintaining accurate records.
- Developed training materials for new hires, streamlining onboarding process and knowledge transfer.
- Mentored junior advisors on best practices in customer interaction and technical problem-solving skills.
- Collaborated with team members to share best practices and improve overall service quality.
Crew Chief
2 Years 5 Months- Managed and monitored relationships between downtime, changeovers, and process improvements to maintain quality standards.
- Communicated with and motivated employees to drive productivity.
- Maintained steady work pace to deliver hot, fresh, and delicious meals.
- Helped customers identify desirable menu items and customize combinations of offerings.
- Followed recipes to prepare food according to company guidelines and in compliance with safe food handling procedures.
- Adhered to proper food handling, safety, and sanitation standards during food preparation, service, and clean up, including maintaining food at the proper temperatures.
Education
Bachelor of Science - Cybersecurity
Associate of Applied Science - Automotive Technology
- Dean's List Honoree, 3 semesters.
- GPA: 3.25
Associate of General Studies - General Studies
High School Diploma
Skills
MacOS & iOS Troubleshooting
Apple Hardware & Software Support
Conflict Resolution & Empathy
Critical thinking
Organization and time management
Friendly
positive attitude
Problem-solving
Customer service
Teamwork and collaboration
Customer Education & Communication
Apple Repair & Warranty Policies
Team Collaboration & Training
Documentation & Workflow Accuracy
Adaptability in Fast-Paced Environments
Accomplishments
- Achieved business growth and higher key performance indicators by introducing a new process amongst team members with accuracy and efficiency.
Certification
- Certified iPhone and Mac repair technician, Apple
Timeline
Genius
Apple
07.2021 - CurrentRead More
Genius
Apple
07.2021 - 09.2023Read More
Sales Specialist
Apple
07.2021 - 08.2021Read More
Genius Administrator
Apple
07.2021 - 04.2026Read More
Team Lead
Concentrix Corporation
02.2015 - 08.2021Read More
Performance Coach
Concentrix Corporation
02.2015 - 09.2016Read More
Tier 2 Technical Support Advisor
Concentrix Corporation
02.2015 - 03.2016Read More
Tier 1 Technical Support Advisor
Concentrix Corporation
02.2015 - 08.2015Read More
Crew Chief
McDonald's
07.2012 - 12.2014Read More
Yorktown High School
High School Diploma
Read More
Ivy Tech Community College
Associate of General Studies from General Studies
Read More
Ivy Tech Community College
Associate of Applied Science from Automotive Technology
Read More
Franklin University
Bachelor of Science from Cybersecurity
Read More